Item: Combodo iTop
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use it for IT issue tracking and ITSM

Pros and Cons

Open source
Issue Tracking
Integrations

UI, the UI is outdated and clunky
Multi Tenancy. The app is not multi tenanted in a elegant way
Automation. I really think that they can add some more automation

Most Important Features

Open source
Community Edition
Change management

Return on Investment

We have been able to immediately see better handling of change Requests
We are able to see incidents more clearly
Integrations with existing stack brought quicker time to production

Alternatives Considered

ServiceNow Customer Service Management and Zendesk Support Suite

You can not beat [Combodo iTop] community edition in terms of features. It is a great piece of software that has its place for any company that needs to get a helpdesk up and a budget is a big concern.

Key Insights

Do you think Combodo iTop delivers good value for the price?

Yes

Are you happy with Combodo iTop's feature set?

Yes

Did Combodo iTop live up to sales and marketing promises?

Yes

Did implementation of Combodo iTop go as expected?

Yes

Would you buy Combodo iTop again?

Yes

Likelihood to Recommend

I think that it is very well suited for smaller companies who want a help desk stack with a monitoring integration like Zabbix for a completely open-source stack. I do not think that it is particularly well suited for large organizations where more robust helpdesks are available. ServiceNow may be a better option for a larger organization.

Community Edition: The best free helpdesk out there.

Software Version

Overall Satisfaction with Combodo iTop